IT Helpdesk & Desktop Support Analyst II

Global University Systems; Vancouver; Hybrid; CAD 50,000 - 60,000; Full time

Job summary

Global University Systems is seeking a Technical Support Analyst Tier 2 to support the UCW IT team and ensure staff, students, and faculty have reliable access to network resources. The role requires strong knowledge of IT systems, ticketing, and proactive problem solving.

Responsibilities include onboarding for Office 365, supporting Papercut and SCCM, and managing desktop imaging, deployments, and security configurations across campus devices.

Qualifications

• Bachelor’s degree in computer information technologies or related field.
• 2-3 years of relevant working experience in a technical support environment.
• Strong proficiency with Microsoft technologies including Azure, Exchange, Intune and AD.

Responsibilities

• Delegating access, creating accounts, and onboarding new hires for Office 365, Outlook mailboxes, and Teams.
• Providing application support for Papercut, Konica embedded devices, SCCM, Intune Enrollment Azure, and management.
• Documenting technical issues as they arise and developing solutions to address them.
• Efficiently assessing problems when assigned to a project.
• Managing IT assets and performing desktop imaging, deployment, reimaging, and configuration of laptops and PCs.
• Configuring and maintaining infrastructure components such as peripherals, printers, and Kiosk systems.
• Installing updates on campus computers, ensuring software licenses are valid, and troubleshooting system errors.
• Maintaining an inventory of hardware and software for insurance purposes.
• Guiding new staff, faculty, and students on campus regarding network-related issues.
• Monitoring and triaging the helpdesk queue, and resolving requests within service levels.
• Conducting analysis and troubleshooting via telephone, email, and remote control.
• Providing on-site classroom and event IT support, including setup and testing of AV equipment.

Skills

Microsoft Azure

Office 365

Teams

Adaxes

SCCM

PowerShell

Active Directory

Intune

Education

Bachelor's Degree

Computers/Administration Education

Microsoft Certifications

2-3 Years Working Experience

Tools

SCCM

Intune Enrollment

Azure AD

Configuration Manager

Server OS

Job description

Global University Systems is seeking a Technical Support Analyst Tier 2 to support the UCW IT team and ensure staff, students, and faculty have reliable access to network resources. The role requires strong knowledge of IT systems, ticketing, and proactive problem solving.

Responsibilities include onboarding for Office 365, supporting Papercut and SCCM, and managing desktop imaging, deployments, and security configurations across campus devices.